Systems Engineer

Harris Computer; United States; Remote; USD 85,000 - 120,000; Full time

Job summary

Harris Computer seeks a System Engineer to join our client-facing, operationally critical team. You will support a 24x7 environment, own Level 2 analysis, and work closely with clients to drive incident resolution and service quality.

The role requires hands-on experience with application/infrastructure monitoring, Windows Server, IIS, and SQL, plus ITIL knowledge and strong communication skills for global clients.

Qualifications

• Bachelor's degree in CS/IT or related field.
• 3+ years in proactive support and infrastructure/application monitoring.
• Strong written and verbal English communication.
• Experience with Windows Server environments and .NET/IIS-based apps.

Responsibilities

• Support a 24x7 operational environment across rotational shifts.
• Own Level 2 analysis, troubleshooting, and incident resolution.
• Collect and analyze application logs; escalate complex cases to Development.

Skills

Application monitoring

Infrastructure monitoring

SQL skills

Windows Server

ITIL knowledge

English communication

Education

Bachelor's degree in Computer Science or Information Technology

Tools

ServiceNow

Power BI

Excel Pivot Tables

Azure Monitor

Job description

We are looking for a motivated System Engineer from within our team to step into a client-facing, operationally critical role. If you have a solid foundation in application support, infrastructure monitoring, and thrive in a fast-paced 24x7 environment, we want to hear from you.

What You Will Do

• Support a 24x7 operational environment across rotational shifts, ensuring continuous service availability.
• Own Level 2 analysis, troubleshooting, and resolution of application and infrastructure incidents.
• Conduct recording reviews to evaluate user experience and measure service impact.
• Collect and analyse application logs; elevate complex cases to the Development team with clear documentation.
• Serve as a trusted point of contact for clients - tracking open issues, driving resolutions, and delivering an exceptional service experience.
• Prepare and deliver weekly/monthly client read-outs and progress presentations.
• Identify, qualify, and drive issue/bug remediation to closure across the client base.
• Maintain a living record of known issues and fixes, ensuring consistent resolution across all clients.
• Investigate complex application and database performance issues and lead them through to resolution.
• Convert recurring known issues into proactive alerts and collaborate with operations teams to build sustainable workflows.
• Author and maintain clear technical and operational procedure documentation.
• Participate in daily/weekly technical and leadership calls, providing timely progress updates.
• Build strong, collaborative relationships with customers and internal team members.
• Provide technical guidance to customers, helping strengthen their skills and confidence.

What We Are Looking For

• 3+ years of experience in proactive support and infrastructure/application monitoring.
• Familiarity with Global Command Center, Service Desk, or Frontline Monitoring operations.
• Demonstrated ability to uphold team, account, and client policies and procedures.
• Hands-on experience with Application/Infrastructure Monitoring tools and solutions.
• Solid experience with Windows Server environments, .NET-based application support, IIS, worker processes, Web.config, and Event Logs.
• Foundational knowledge of networking and Azure Monitoring.
• Intermediate SQL skills - including SQL Jobs, queries, blocking scenarios, and Always On configuration.
• Experience with ITSM platforms such as ServiceNow or equivalent Service Desk tools.
• Basic understanding of ITIL framework (V3.0 Foundation certification is an advantage).
• Ability to create clear, visually compelling data reports using Power BI, Excel pivot tables, and charts.
• Strong command of written and verbal English; international support experience (US or Europe preferred).

Nice to Have

• Exposure to healthcare-related applications or patient care environments.
• Practical experience with Azure cloud environments.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Relevant IT certification(s) are a plus.
• Excellent interpersonal and communication skills - written and verbal - with a customer-first mindset.